In the final part of CIA Omnigage’s thought leadership series on how firms can elevate multi-channel customer engagement, we’ll examine the importance of detailed and accurate reporting for improved data management and client engagement. As firms adjust to new working arrangements beyond the COVID-19 pandemic, instituting a system with strong, resilient data solutions with robust capabilities will be essential.
Data-Driven Insights & Integrity
Customers put their trust in technology providers to keep their information safe and have the ability to gain actionable insights from their data. Unless processed and presented in a succinct and streamlined way for both firms and customers, raw data is ineffective. When using a multi-channel communications platform like Omnigage, users are able to easily connect data silos and move between multiple CRMs, all while keeping information secure.
Quantifiable data not only creates more opportunities for the customer and service provider, but it helps improve automation in client communications. With comprehensive, accurate reporting, firms are able to turn intel into action and proactively address customer needs.
Customization is King
Workflow efficiency creates more room to customize and evolve client campaigns. With the ability to export data, filter on time and choose between different programming techniques, firms can take a more well-rounded and integrated approach to client relationship management.
Customer satisfaction lies within the accuracy of data and information, and relying on countless spreadsheets and lists leaves little room for organization and customization. A system like Omnigage that can coordinate everything from messaging, data reporting, and user analytics – all under one umbrella – fosters a more personalized multi-channel engagement experience and provides greater transparency into how customer engagement can be enhanced further.
As firms adjust to what life looks like beyond the COVID-19 pandemic, instituting a multi-channel communications platform with strong, resilient data management solutions and robust capabilities will be essential.
Accurate analytics and detailed data reporting for both clients and customers as regulations tighten can serve as high-level multi-channel communication tactics. These practices must be embraced to display better organization, data visualization and an even broader range of capabilities moving forward.
In Part 2 of Client Instant Access’s thought leadership series on how firms can elevate multi-channel customer engagement, we examine how to optimize workflows, even amidst unpredictable circumstances like the ongoing COVID-19 pandemic.
As firms across financial services, healthcare, education, and other industries continue to work remotely – and with many already considering implementing work from home policies longer-term – multi-faceted and secure resources like webinars, blast voicemail, conference calling, integrated dialer and SMS capabilities, provide the efficiency and peace of mind in what has quickly become a heavily-saturated and hectic communications environment.
Communication Remains Critical in Crisis
Business Continuity will cease to exist for most firms if they do not have the platforms, tools, and systems in place to combat workplace inefficiencies. With a solution like Omnigage, designed with a secure and compliant infrastructure, the tools you need can be integrated within your CRM and deployed overnight so your firm can remain in touch and productive through any crisis.
While blasts are excellent for keeping teams up to speed and distributing service updates to customers, direct communication is equally as important. Omnigage can dial any number in the world while protecting employees’ personal numbers and tracking communication without the use of a PBX. This can be a particularly valuable tool in the banking sector, where analysts can record messages and share with their sales team, who then have the option to leave a personalized message from the analyst when calling client lists.
Due to the accelerated communication contingency issues that arose during the COVID-19 outbreak, Client Instant Access experienced a 75% increase in business in March alone. This not only demonstrates the increased demand for multi-channel communication solutions during a crisis but also Client Instant Access’s ability to rapidly deploy these tools anywhere in the world, at any time. With our state-of-the-art Omnigage platform, remote work has never been easier.
Never Lose Momentum
Working from home is the perfect opportunity to use new communication platforms and connect with co-workers in different ways. Multi-channel communications systems can keep you as engaged and involved as you would be in the office. With all meetings and events now happening in a virtual environment, Client Instant Access has provided a polished and secure atmosphere for thousands of board meetings, Q&A sessions, and business pitches for professionals that would normally occur in-person.
Even communication among team members has become more valuable than ever before. Tools like a built-in team inboxes empower remote workers to collaborate over email and SMS about customer conversations with team members.
For the financial sector specifically, Client Instant Access has helped ensure business continuity for the corporate access sector, allowing leading banks to connect investors with management teams virtually since roadshows and in-person conferences are no longer an option. Whether you’re using conference calling and webinar services, blast voicemail, email, or SMS to connect with clients and co-workers, Omnigage ensures workplace productivity and business continuity.
A loss in productivity means a loss in business momentum. The struggle to rejuvenate workforce efficiency can be an arduous journey but with a secure and proven communication foundation in place, not only are relationships elevated but the confidence in the tools provided is unmatched.
With employees away from their desks, traditional telephony has become upended. Using a modern cloud solution for calling is the solution.
By employing a platform that optimizes workflows, keeps your data secure, and ensures that your firm is ahead of the compliance curve, you are adding a layer of efficiency to what may be a challenging time for many.
The threat posed by the worldwide COVID-19 pandemic is forcing firms to not only take measures to ensure business continuity and the well-being of its employees – but to also ensure it has a secure and compliant cloud-based communications platform in place. With the number of data breaches and cybersecurity attacks rising daily, a robust multi-channel platform with built-in security and compliance features is critical.
At CIA Omnigage, our top priority has always been to deliver a secure, compliant and easy-to-use multi-channel communications platform. No matter how large your database or where you are in the world, our time-to-market is unmatched by any other firm in the industry.
Take advantage of these CIA Omnigage platform capabilities and more:
Create your own custom HTML email templates with attachments
Send a single message to thousands of contacts and track all responses
Quickly send voice messages to an entire client base or community
The CIA Omnigage team is on standby to quickly help you solve your challenges during COVID-19 and prepare your firm for business continuity in the future.
Joe Vaccarella, CEO and Founder of Client Instant Access examines how the dynamics of multi-channel communications have been impacted since the outbreak of COVID-19 pandemic and how this will alter the landscape for technology and cybersecurity moving forward.
What are some of the communication challenges firms across the financial sector have faced during the COVID-19 pandemic?
With nearly everyone in the global financial sector working from home due to the Coronavirus pandemic, secure and streamlined communication solutions have never been more vital. Companies have been forced to rely on alternative resources for meetings, earnings calls, and customer communication. There’s an immeasurable layer of cybersecurity and protection that these platforms must provide clients in the unpredictable climate. Conversations with clients and co-workers are vulnerable to hi-jacking and other disruptive behaviors when they are not streamlined on a secure and trusted platform, as we’ve seen with a number of other providers.
A system that provides integrated and flexible capabilities through voice, email, SMS/MMS, and phone will be a major asset to firms not only with clients but internally as well. Finding a system that can be quickly deployed, while addressing cybersecurity threats and compliance parameters will be the difference between business continuity and business failure.
What are some key features that should be encompassed in a reliable and secure multi-channel communications platform?
Security and compliance have to be the top priority. Although regulators like the CFTC have loosened some of their regulatory parameters on working remotely, security around communication channels needs to perform at optimal levels to ensure that customer information and data is not compromised.
As far as specific capabilities, customers are still for the most efficient way to deliver messages with a personalized touch. Multi-channel communication platforms should offer state-of-the-art conferencing, dialing and messaging services that can connect users globally. All services should complement one another, whether it be for voice, SMS, or email blasts. A good platform will offer solutions that seamlessly integrate with CRM platforms already in place in under 24 hours and foster a customizable, advanced alert system.
A platform that is well-equipped and trusted will foster long-lasting relationships and provide the security and efficiency of automation with the attention to detail they would get from working in-person.
In the long-term, how will the pandemic impact how financial institutions approach communication technology and the surrounding cybersecurity protocols?
As more robust and secure communication tactics and strategies come into play during this pandemic, working remotely is slated to become the new normal. We have slowly seen Fortune 500 companies and institutions such as schools, churches, hospitals, and more take advantage of multi-channel communication technology and financial institutions are having to adapt quicker than normal.
Reliable technology and communication solutions like CIA’s Omnigage that can connect with client relationship management systems make all the difference right now. This transition to consistent, remote work will be aided by these tools and we expect this shift to continue in the years ahead. As communication methods become more sophisticated and the banking and capital markets landscape becomes more electronified, more of the workplace will embrace the work from home lifestyle and it will all happen under unified and nimble communication channels.
This article was originally published on Markets Media.
The last month has been unlike anything we’ve ever experienced before. Increased communication between employees and customers is now more vital and will continue to be as the world battles through the COVID-19 pandemic. Companies will need to rely on proven multi-channel communication solutions to ensure that business initiatives – such as large events and quarterly earnings release calls – and, more importantly, emergency notifications and alerts are initiated in a timely manner.
Omnialert: Real-time Emergency Notifications and Alerts
Single-touch emergency notifications have never been more important than in the current circumstances and with Client Instant Access’s Omnialert, employers and community leaders have the ability to disseminate mass notifications and alerts with a single click of a button.
From general organizational updates to city and education officials sending updates pertaining to school and business closures, the punctuality of pertinent information delivery is paramount. Omnilert allows you to prepare personalized updates in advance that can reach your entire network within seconds regardless of where they are located.
By merging the most innovative technology suite with premium support services, Omnialert is the most reliable emergency response notification system available in a time when dynamic communication is crucial.
Earnings Season is Here
While COVID-19 remains the world’s most pressing issue, the end of Q1 means earnings calls are just around the corner. Robust and reliable multi-channel communication tools will be vital in the weeks ahead as companies disclose earnings reports and analysts host virtual research meetings. Staying on top of earnings calls and having a smooth set-up to transition from one call to the next can be the difference between a productive and disorganized event.
Organization, functionality and efficiency are essential to communication, and Omnigage prioritizes all three. With Omnigage, research analysts are able to create seamless earnings campaigns that provide multiple touchpoints with a streamlined workflow. Omnigage also enables greater control around data and content by providing a holistic view of all customer information and data-driven insights.
With analysts and executives making and receiving multiple calls a day, Omnigage’s professional messaging and advanced dialer are invaluable assets. Omnigage offers a unique scheduling system with appointment reminders available instantaneously on both ends for coordinating meeting logistics.
While stocks and earnings continue to fluctuate during this uncertain time, technology should be a reliable constant.
We’re All In This Together
The COVID-19 pandemic has put us in a situation where working remotely may be the new norm – but that doesn’t mean business continuity should be compromised. While many virtual conferencing and webinar platforms are crashing and experiencing a litany of technical difficulties, Client Instant Access’s bandwidth capacity, security parameters and innovative design are why the world has trusted its solutions for over 23 years.
Interested in learning more? Schedule a demo today.